Maximize help desk productivity. Give your help desk representatives the ability to set up task assignments, meetings, schedule reminders, and share team calendars. Set up rules to notify you when tasks are incomplete or overdue.
Extend support capabilities with critical support documents, patches, or media. Include all file types and attachments including: software, patches, product manuals, audio files, and movie clips. Control what support material each client can view and download with permission-based access. Keep your support library relevant and adjust accordingly by tracking the download history of all files.
Keep employees engaged and prevent unnecessary support requests. Set up multiple discussion forums to support the needs of different users. Highlight key topics. Maintain the quality of discussion topics by auditing all forum entries.
Enable your employees to submit help desk tickets online. Track, route, and resolve support issues with automated ticket management system. Create ticket escalation and transfer tickets to specific team members. Receive alerts when support cases are not resolved within defined time limits. Maintain support quality with ticket metrics to see average time-to-resolution and end user satisfaction.
Reduce inbound requests. Users access a self-service knowledge base anywhere, any time. Organize and store answers to frequently asked questions in a central repository. Alert employees to the latest announcements using automated subscription management.
Store valuable information on each IT support case. Encapsulate all support activities in a dashboard view for each desktop, including a full record of tickets, emails, notes, call logs, and more. Gain instant awareness into all support exchanges. Keep users informed with automated email notification.
Evaluate all aspects of your support desk. Track assigned, working, and even backlogged tickets. Sort information and summarize statistics based on specific groups of data.
Enrich employees’ support experiences with a convenient portal. Adapt the portal to reflect their specific needs. Enable users to access the tools they need, including forums, chat, ticketing, call status, product registration, and knowledge base. Set up password-protected access or offer public access.
Create customized online surveys by selecting from several designs, multiple question types, and sample questions. Export survey data to Microsoft Excel™ or your own analysis tool. Set up customized rules and distribute surveys automatically.
